- The document provides a summary of Vicky Cariappa's professional experience including over 9 years of experience in project management, service delivery, and infrastructure support roles. Key skills and qualifications are highlighted such as leadership, communication, technical troubleshooting, and coordination. Relevant work history is summarized for roles at companies like Hewlett Packard, Bank of America, and KONE.

1. VICKY CARIAPPA
#7, 26th
cross,KoramangalaInnerRingRoad,Ejipura,Bangalore- 47| +91 98860-49981| vickycariappa@gmail.com
SUMMARY:
• Versatile anddynamicprofessional offeringsolidexperience of 9+ yearsdevelopinginnovative
strategiesthatimprove qualityanddeliveryof servicesaswell asenhance teamefficienciesamidst
fast-pacedworkingenvironments.
• Experience of supportingthe deliveryof new andexistingproductsandbusinessenhancementsthat
enable individualsand organizations toimprove qualityandproductivity.
• Successfullydeliverlarge complexinfrastructure andapplicationprojectsandsolutionsthrough
cross-functional on-shoreandoff-shoresupportorganizations.
• Proactivelydrivesservicelevel managementtomeetorexceedqualityof service commitments.
• Proventrack recordof successful programmanagement,solidfinancial performance,executive and
organizational leadership,ITILbasedservice management,transitionandtransformationservices.
• Possessadeptnessinon-timedeliveryof projects,ensuringcompliancewithall qualityandsafety
specifications.
• Possessexcellentmultitaskingabilitywithoutstandingorganizational andpresentationskills.
• Outgoingprofessional whotakesinitiativewhile maintainingapositive“can-do”attitude.
• Comfortable andself-confidentinadiverse population.A passionforprofessionalethicsand
adherence tocompanycore valuescaresabout people andgetsresults.
• Excellentcommunicationskillsteamedwiththe abilitytodeveloprapportwithemployeesand
peers.
WORK EXPERIENCE:
PROJECTS HANDLED:
ServerDeliveryCoordinatorRelease Managerfor EMEA Region(October 2014- Till date)
 Buildanddecommissionrequestsinaccordance withthe definedprocess
 Responsible forensuringthatrequestsmove throughthe processinatimelymanner,
communicatingwithall involvedteams,andmentoringothercoordinators.
 Ensure that all requestsare movingthroughthe queuesandare beingdeliveredtothe published
ASD SLA commitments
 Manage all ticketsassociatedwiththe buildprocess: Torque,SM9,DW100, TO300, etc
 Drive all issuestoclosure withinareasonable period of time

2.  Facilitate troubleshootingcallswithotherteamsasneeded tohave the requestsorprojectsto
be completedwithinthe SLA time frame.
 Manage and supportall escalationsrelatedtorequests.
 Exercise independentjudgmentwithingenerallydefinedpoliciesandpracticestoidentifyand
selectasolution.
MACProjectConsultant at TSIG for Bank of America (November2012 to October 2014)
 Responsible forthe end-to-endcompletionof the componentwhichwouldbe relatedtothe
Tele-Presence activity/VOIPtransformationof the existingsite andalsotoco-ordinate withthe
PMand Engineer.
 Schedule the RFCtoget the appropriate CABapprovals,EmergencyCAB,CTOapprovals.
 Reschedulingthe RFC’sbasedonthe change freeze forspecific sites,responsible foranyorder
relatedtoData, Voice networkchangestogetitcompletedwithinthe scheduleby coordinating
withthe respective engineers.
KONE GSD (I) (July2009 – November2012)
 Exercisedthe role of anIncident Coordinatormanagingall highimpactincidentsthataffect
businessdirectly,analyzethe CSATandDSATstrendto provide feedbacktothe defaultersand
initiate SRTtodiscussthe priorityincidentswithStrategicIncidentManagers.
 Demonstratedthe role of a BackupSME helpingthe call takingagentsontechnical issue and
resolvedpendingticketsthatare not resolvedbythe level 1agents.
 Managed objectsinActive Directory,increationof accountsinADand troubleshootingissues
relatedtoMailbox,DistributionLists,PublicFoldersandtroubleshootingMail deliveryand
performance issues.
 Conductede-pollstoanalyze customerdissatisfactionandtakingthe feedbackfromthe
customerstoavoidmistakesinfuture.
 Training: Conductedtrainingontechnical relatedissuesandprocessrelatedtoKONEandalso
won the “BestTrainer” award.
Johnson& Johnson Service India(JJSI, GSD) (February2009 – July2009)
 Managed clientsaroundthe globe forITapplicationssuchasPasswordreset,VPN,etc.
 Tool that would be usedforDocumentinguser’sinformationwouldbe onREMEDY version7
Sotheby’s(GSD) (December2008- February 2009)
 SupportedapplicationssuchasSAP,Blackberry,Hyena(Active Directory),MacintoshOS,STARS,
ClientandCatalogue system, CISCOVPN.
 Expertintoolsusedfor documentinguser’sinformationsuchasOVSC(Open-ViewSolution
Centre).

3. Bearing Point(GSDI) (May 2008 – December2008)
 Responsible toresolveapplicationsrelatedissuesresolved.Applicationsusedbythe userswere
Microsoftoffice,CISCOVPN,Time andexpense (TimeNX), one globe,hardware,software
request.etc.
 Expertinhandlingthe CLARIFYtool whichisusedto documentuserinformation.
KV (GSCB) (September2007 – May 2008)
 Ensured100% customersupportbyperformingcompletetroubleshootingandresolvinguser
queries.
 Assistedandadministeredthe Installation,configuration,repairingandmaintenance of
equipment’s,wirelessconnectionsandVoIP.
 Ensure complete adherencetothe qualitystandardsandassistedthe teamforenhancementof
the process.
Technical Support Engineerat HewlettPackard India September2007 - Started
Key Responsibilities:
 RequestManagement
o Ensure that all requestsare movingthroughthe queuesandare beingdeliveredtothe published
ASD SLA commitments
o Manage all ticketsassociatedwiththe buildprocess:SM9,DW100, TO300, etc.
o Drive all issuestoclosure withinareasonable periodof time. o Facilitatetroubleshootingcalls
withotherteamsas needed.
o Exercise independentjudgmentwithingenerallydefinedpoliciesandpracticestoidentifyand
selectasolution.
 Communication
o Maintainregularcommunicationwiththe usersregardingrequeststatusandanyissuesthatare
beingworked.
o Coordinate withall involvedteamstoresolve all issues.
o Create teamreportsindicatingthe statusof issues,queues,andrequestsandcommunicate that
to the team

4.  Leadership
o Act as the firstescalationpointforServerDeliveryCoordinators o Applyadvancedknowledgeto
complex businessissuesandrecommendactions o Contribute tothe developmentof newideas
and methods o Trainand mentorotherCoordinatorsonthe team
CORE COMPETENCIES:
• ProjectManagement
• Service Delivery
• StrategicIT Planning
• LeadershipandTalentManagement
• ConflictResolution
• Infrastructure Architecture Design/Implementation
• TroubleshootingTechniques
• CoordinationandTracking
TECHNICAL & COMPUTING SKILLS:
• Languages: C, C++, Basic Hardware,Networking,MicrosoftOffice 2003,2007 and 2010.
• OperatingSystems: MicrosoftWindowsXP,2003, 2007, Vista.
• MicrosoftOffice Suite:2003, 2007, XP.
• IncidentloggingTools: OVSD,OVSC,Remedy7and SM7.
• BlackberryDesktopManager(Active SyncSoftware forBlackberryHandheldDevices.)
VPN Troubleshooting,ConfigurationandRSA ACE Serveradministration.
• MS Excel,Word& PowerPoint,MicrosoftOutlook.
EDUCATION:
• Bachelor’sinCommerce fromChrist University –Year2006.
• Master’sin ‘BusinessAdministration’withmajorsinmarketingfromSikkimUniversity –Year
2011.
CERTIFICATION:
Completedthe CompTiAA+certificationHardware paper.
REFERENCES: Availableuponrequest.